The mobile app Psych Me Up builds on this research. With the free app, the exercise is to pick the laughing face out of a group of negative faces. This trains your brain to focus on the positive. Having your service reps do a daily set of Psych Me Up could have a strong effect on their mental positive resilience.
Combine that with an improv mindset and an elephant memory for names, and you've got yourself one heck of a service rep. Pascal is Mr. Marketing at Userlike. Log in. Forgot your password? Reset password. Your password reset Enter your new password. Change password.
Set password Choose a password for your account. A rare combination, indeed. The power of improvisation games for customer service Jesse Scinto from Colombia University explains in Forbes why Fortune companies like Google, PepsiCo and McKinsey send their employees to improvisation classes.
Looking for better customer relationships? Choose between fun games like Dicewars, , Circle the Cat and many more.
Much fun! Flash Games. Read more.. What are the best Brain Games For Adults on tablets and mobile phones? Get ready for a science lesson on digestion! This books teaches that creatures great and small including children need to eat—and poop. In this potty training book, Ashley learns to use the toilet with some help from a favorite stuffed bunny. Sam is ambivalent about using the potty—until his little dog discovers it. Your kid will surely adore this funny potty training picture book!
Celebrate your child's transition to the bid-kid toilet with this potty training book! A box contains a "big-kid" surprise for Henry in the boys' version or Hannah in the girls' version. Calling all Daniel Tiger fans! Will he go potty in the store? The book also comes with a button that makes a flushing sound.
This book puts a comical spin on potty training. A spoiled princess rejects a host of fancy potty seats until she's good and ready to shed her diapers. Why is this considered one of the best potty training books for kids?
It has fun interactive pop-ups and explains the toilet training process in an easy-to-understand way! Toddlers will enjoy the rhyming words, lift-the-flaps, and cartoon illustrations in this potty training book for kids. The protagonist starts out hesitant to use the toilet, which is relatable for those who have yet to master the skill.
In this fun-loving lift-the-flap board book, favorite characters from Sesame Street offer kids the reassurance they need for potty training. A potty-training expert shares her six-step plan to help you toilet train your preschooler quickly and effectively.
It answers some of your top questions, including:. Originally published in , this classic book provides practical tips and real-life strategies for parents in the throes of potty training. Notes: This exercise can be useful in any course on communication skills or presentation skills.
It works best at the start of a course as the flipchart that the participants generate can be referred to throughout the rest of the course and added to as other essences of powerful communication appear. Notes: This is the third module in the Project Planning series. The first two modules must be run before this one. If you are running this on a different date from the first two modules it would be sensible to remind participants to bring their completed project plan, risk analysis and contingency planning documents to this session.
As with the previous sessions, you will probably need several copies of the handout per participant so make sure you have enough printed. This module requires that participants are all involved in selling the same product or service and is not suited to open courses with participants from different organisations. Group Size: This module is suitable for use with groups of up almost any size. Notes: Participants will need to be aware of question types and be able to recognise the difference between open, closed, leading and hypothetical questions.
This exercise is very useful to use in any Interviewing Skills courses, but will also fit into many other communication type courses. This brought out discussion on communication styles, before we were able to proceed with the exercise. This exercise was used after the Behaviour Based Interview — What and Why exercise and helped them understand the types of questions they could use to drill down to get the information they want from candidates without leading them to the answers they want.
Really helpful tool to use in an interviewing skills course. They could see uses for the type of questioning in a variety of situations — interviews, counselling, meetings with staff, dealing with problem performance. Worthwhile combining alongside other questioning skills exercises as we found this to be quite short.
In total, allowing for discussion, we recommend allowing about 45minutes for this module. Group Size: This module can be used with groups of between 4 and 12 participants. Ideally, you should have at least 6 participants. Useful For: Anyone who is involved in interviewing candidates for posts in their organisation. This module will ensure that all those involved are able to carry out the interview process effectively. It is simple to run but does need careful planning to ensure it works.
The time spent doing this is amply rewarded by the fact that, once done, you can use the module again and again, without the need for much planning. Although not totally necessary, we think it would be helpful to run this session as part of a whole course looking at recruitment. Notes: This module for trainers is designed to explain the theory of Representational Systems, often referred to in NLP training.
The module provides an objective overview of the idea of representational systems and the belief held by many NLP practitioners that we tend to have a preferred representational system. I used this module in combination with my NLP background to discuss rapport and how the simple use of language can make a big difference to the ability to build successful relationships even over the phone.
It is a simple exercise and it was great to see clearly my preferred visual representation there!! In total, allowing for discussion, we recommend allowing about 90 minutes for this module. Ideally, you'll have at least 6 participants though so that you can create 3 teams of 2 or more. The activity in this exercise consists of three short team exercises that progress the teams from conflict to understanding and resolution.
Time: The exercise in this module will take about 25 minutes to complete. Notes: This exercise is a useful pre-cursor to training for existing telesales teams when your objective is to increase the amount of dialogue between the customer and sales person and to increase the number of open questions used.
In total, allowing for discussion, we recommend allowing 80 minutes to complete this module. Notes: This exercise can be used as an icebreaker, and can provide a particularly powerful introduction to sales or negotiation skills courses. It can also be used on equal opportunities and diversity programmes, where it can be used to highlight a potential barrier to equal opportunities. This is a great exercise for building rapport between participants and is particularly useful with a group that do not know each other very well.
It was a great way to build on the benefits of matching language with more work on relationships and how this can be achieved relatively easily within a conversation. It prompted some excellent discussions and once again highlighted the benefit of building rapport. Notes: This exercise can be used as an effective icebreaker to training where listening skills are covered or are particularly important.
Log In Register. Face to Face Training Materials. Remote Delivery Training Materials. Time: In total we estimate this exercise will take 60 minutes. Counts as 1 download.
Login or Register to Download. Reviews I used this alongside "Pet's Meeting" as part of a short lunchtime session on effective meetings. People loved the mnemonic and it was mentioned in several feedback forms.
I followed the notes but also added extra exercises and slides for each of the letters for Aim we wrote a purpose statement for an upcoming meeting, for Preparation we put together a 5 column agenda for the Pet's Meeting etc.
Jane Butler rated this item with 5 stars. They found the simple acronym 'APPLE' easy to understand and implement into their daily working environment. What was particularly useful was that they all became very aware of how ineffective and costly the meetings they were holding had become and the introduction of 'APPLE' could not have come at a better time for them.
An excellent combination, thank you Glasstap. Jayne Dark rated this item with 5 stars. A Sign of the Times - Communicating Brand. Time: In total we estimate this exercise will take 50 minutes. Reviews A review has not been posted for this item.
If you are a member of Glasstap you can submit one using the contact us screen. Time: In total we estimate this exercise will take 75 minutes. Reviews What a success! I ran this exercise with a team of people from across an engineering company. I had hoped that the fact that there are two teams communicating in separate rooms using a mobile phone for contact would replicate the real world situation of field based service engineers calling in to the office with queries.
The feedback was that it felt real. Using two versions of the same map worked well and the fact that the place names were Welsh added to the confusion in communication. I would add in as a reminder on the Trainer Notes that the maps will be reused and i would add a pack of stickers or post it notes to your kit for this exercise.
Paula Cook rated this item with 5 stars. I ran this activity with a very dysfunctional and underdeveloped team. The design is very clever and does a great job in provoking extreme emotions and reactions. The learning that came out of the de-brief was very valuable and we had a few light bulb moments of self-awareness.
I set up the full experience and gave the teams a ruc sac with water bottle, sandwiches, biscuits, the map, a pencil, string and an anorak which went down well. It's useful to give the teams coloured dot stickers to stick on the map so they're not tempted to write on the map - so you can re-use.
Thanks Glasstap for another brilliantly designed game - I would thoroughly recommend this. Lorna Logan rated this item with 5 stars. Helen Boardman rated this item with 5 stars. Rosemary Taylor rated this item with 5 stars. A Year in Focus - Review Exercise. Time: In total we estimate this exercise will take 30 minutes. Available to Essential Trainer Notes. Acts of Recognition. Time: In total we estimate this exercise will take 40 minutes. Reviews I used this activity with a group of duty managers where we needed them to recognise and reward more behaviour.
This activity really helped get the point across of how easy it is to give recognition we then incorporated our own internal recognition schemes to make them aware of what is available.
Jennifer Stevens rated this item with 5 stars. Roxanne Moran rated this item with 4 stars. I think next time I use this, I will combine with some TA theory. Nicky McCrudden rated this item with 3 stars. Time: In total we estimate this exercise will take 45 minutes. Reviews I've used this activity twice as it's been a hit. Highly recommend this. Piyanut Sangpattarachai rated this item with 5 stars. At a Crossroads - Board Game for Trainers.
At a Crossroads - Performance Management. Reviews I recently used this activity as part of a development centre for aspiring leaders. It was really well received by the group.
We had about 18 people split into 6 teams. The intention had been to run the activity for 45 minutes but the group enjoyed it so much it went on for over an hour and we still hadn't got close to a winner. The scenarios generated lots of debate. I would perhaps suggest starting with smaller groups at first as it is difficult to facilitate with such large group sizes I used the board game pack that I purchased, and whilst this did provide a nice visual to accompany the activity, the conundrum cards would have worked perfectly well without the board game if used as discussion topics.
An excellent activity that is guaranteed to get the group engaged Just make sure your answer sheet matches your conundrum cards! At the end of the session the group asked for a further full days session dedicated to discussing these types of scenarios and for me that says it all about how good the activity is.
Mike Taylor rated this item with 5 stars. Barriers to Communication. Reviews The handouts played a vital role in unlocking the minds of those who participated. Previous Member. Barriers to Internal Customer Care. Benefits - Influence and Persuasion. Blind Guiding - Exploring Leadership and Followership. Time: In total we estimate this exercise will take 90 minutes. Body Language and Mirroring.
Reviews I used this activity as an icebreaker to Negotiating and Influencing Skills; it worked well because this course followed from Assertive Skills so it acted as a good link between the two. Building Rapport with Subordinates. Reviews I used this material as part of a management course about building an effective team. Nicky McCrudden rated this item with 4 stars. Reviews I used this activity for a teambuilding exercise and it really defalted the team.
I think it is important for the team to be in close proximity even in separate rooms. I think it works better for the teams to be in the same room in corners of the room. A lot of running around for the facilitator and a lot of newspaper is needed! Anjana Rajani rated this item with 3 stars. Previous Member rated this item with 5 stars. Rosemary Taylor. Change Spectrum. Time: In total we estimate this exercise will take 20 minutes.
Changing Partners - Feelings Towards Change. Time: In total we estimate this exercise will take 35 minutes. Communicating Without Body Language. Roxanne Moran rated this item with 5 stars. Although in one workshop, whilst the actual body language cues were in the main missed by those watching it was quite easy to ask a few questions and still bring out the key learning points. Dealing with Aggressive Behaviour.
Reviews I have used this activity as part of a managing difficult behaviour which is really useful part of the program and demonstrates practical ways of dealing with aggressive behaviour Anjana Rajani rated this item with 4 stars. Delegation - Sink or Swim. Reviews Even with my poor amateur dramatic skills then this is a great exercise. It is fun to run, energises the group and as with all TL exercises generates powerful discussion and learning points.
Have used this for years and everyone is always so proud of their boats and often take them home! Emma Wynne rated this item with 5 stars. This session was brilliant. Such a visual and real activity that got everyone understanding how to effectively delegate.
The frustration of so many of the delegates allowed for a very amusing activity which was enjoyed by all. Kate Eugeni rated this item with 5 stars. This activity worked brilliantly for stirring up responses. I was very vague about what was expected in the boat building activity and then immediately made myself unavailable. The end result was really interesting - some delegates were so irritated they couldn't ask questions and with was such little information to go on they refused to build a boat.
They felt it was a waste of time trying, because they just didn't know enough to do a good enough job. Brilliant for generating learning points. Great thing was, there was an aeroplane in the fleet of boats, on the basis that, 'I know how to make a paper plane so I'd prefer to do that well, than make a bad boat' This drove some really interesting behaviours.
Julia Anyan rated this item with 5 stars. Shaun Gagie rated this item with 5 stars. Emma Wynne rated this item with 4 stars. All in all a really good exercise for delegates to experience and think about delegation. Thanks Trainers Library! Nigel Baynes I've used Bob's Boats which was a successful excercise for Delegation and left many of the participants actually wanting to finish making their boats after the course had finished! Previous Member Bob's Boats always, always gets the most amazing response.
Ann Burton. Delegation is like Lego…. Diamond or Glass? Reviews I used this module just this weekend, with a little twist, I gave two separate groups of participants a script each, taken from the two scenarios a week ahead of time and asked them to act out the scenes.
It was very effective as it brought out "how bad service looks" and led to very good discussions on the cost and benefits of going the extra mile. PS: the entire room also enjoyed the mini skits and some of the "actors" even brought along props. Nadia Mardenborough rated this item with 5 stars. An excellent exercise used in 'Professional receptionist 'training. Robert Corteen Robert Corteen rated this item with 5 stars.
Melody McMillan Diamond or Glass is a fantastic customer service exercise and works well for us. Dinner Party Mayhem - Managing Change. Previous Member rated this item with 4 stars. Nick Lennon-Barrett rated this item with 2 stars.
A brilliant activity that I continue to go back to… Gary Shewan rated this item with 5 stars. Discounts and Desire - Using Discounts Wisely. Discussion - Barriers to Communication. Emotional Intelligence Part 1 - Self-Awareness. Reviews I used this module alongside part 2 with a group of staff who became more expressive with their emotions at detriment to each other following a period of change. It was a really useful, non-threatening introduction to self awareness before moving on to part 2.
I recently used this module for team leaders and deputy team leaders when delivering a session on Emotional Intelligence. The grades of emotions exercise worked very well. It was good to share how aware the delegates were of others emotions and how their own behaviour can influence others. I received a lot of positive feedback following the session. Shirley Palmer rated this item with 5 stars.
Time: In total we estimate this exercise will take minutes. Reviews I used this module following part 1, for a team to be more aware about how their own emotions may affect others, and how they can empathise with each other. One of the learning points that came out was the fact they used these skills with their 'clients' but not with one another.
I'm going to use it again as part of a Resilience session. I used this module along with Part 1 Self-Awareness when running a session on emotional intelligence.
The empathy exercise in this module worked really well it worked well to discus the difference between empathy and sympathy and how you don't have to agree with someone to be empathetic and what it felt like to get feedback with empathy and then with no empathy.
Facing up to Challenges - Assertiveness Role-Play. Reviews Fantastic Activity for teambuilding, communication and leadership! I would use it over and over again. Simple to set up, and you can get creative with the equipment I used squeeky toys so when people had blind folds they would step on them which added even more humour to this activity.
I would highly recommend this to any trainer that is teambuilding and has some space for the pens. I was a littly reluctant to use it at first as I had never used it before and have no sense of direction myself - once zoe explained the footprints and the direction of the footprints the penny dropped and away I went!
Anjana Rajani rated this item with 5 stars. What a fantastic activity to run! Thank you Glasstap!!!! Reviews I've used Gossip on numerous occasion when I want teams to understand how important it is to ensure every piece of information is used to get the right result.
It also helps individuals to understand how different people take in information in different ways, for example some people only come to life in this exercise when they are allowed to see the information written down in a visual format.
Great exercise, easy to use but it's vital that the debrief is carried out effectively. Richard Linder rated this item with 5 stars. This is an excellent exercise and probably my favourite of all the Trainers Library ones.
I have used it for a number of years as the opening exercise on various management programmes where the focus of the day has been effective communication. It is fascinating observing the group as they try to decipher the task. I have yet to have a group that have not enjoyed the exercise. It can seem a bit awkward for the first 5 minutes with some groups but persevere as they always start to open up. I recommend you make plenty of notes of the behaviours you observe throughout.
The debrief at the end is as much fun as the exercise itself. There are so many important points you can cover off at the end. It is really thought provoking and with a well facilitated discussion at the end you can create a real buzz in the training room. I have groups that were talking about this exercise months after they did it. It really hits the mark.
I would highly recommend this Mike Taylor rated this item with 5 stars. This is a brilliant exercise. I used it when we brought together 2 teams from different locations for training. It really got them working together and highlighted the benefits of working together for the good of the organisation rather than in isolation. It also demonstrated transferrable skills.
I'll be using this again and again. Jackie Green rated this item with 5 stars. I've used Gossip! Delegates move from perplexed to organised to motivated as they explore how to complete the exercise and demonstrate the range of behaviours needed for a really good debrief around team communications skills. I also like the flexibility it offers to add more than the standard 8 participants so, if I get a no-show or have higher delegate numbers, it doesn't matter. Jo Wilding rated this item with 5 stars.
What a fantastically versatile exercise Gossip is. I have used this on numerous occasions and it never fails to deliver!
Whether you want to use it for team or communication skills it works brilliantly. Thanks for another superb exercise. Previous Member I have recently used the above exercise on two different communication skills programmes. Carolyn Pickin rated this item with 5 stars. Half Full? Reviews This is a very powerful activity the first part allows for self reflection on what the individuals preference tends to be - am I more half empty or half full? There are then a series of questions that give the group great discussion opportunities I have used this activity as part of managing change workshop and fits in really nicely in terms of what the individual can do to help themselves and how powerful their own attitude can be and how this might impact others and themselves.
All in all, the exercise 'did what it said on the can' and I've been delighted with it. Tracy Croft. Reviews Worked brilliantly. Terrific all-round communication skills exercise. Nicky McCrudden rated this item with 5 stars.
Thanks again Glasstap! How Assertive Are You? Reviews I sent the quiz to the delegates prior to my session, and asked them to complete this as pre-course work and bring it to the training. This is a really powerful tool. The instructions suggest that you do the quiz yourself as the leader of the group. I have found that to be very helpful — a bit of self disclosure first really helps to open up discussion. You do need to tell people it is for their own personal use and that the scores for individuals will not be discussed.
Having said that 9 times out of 10 people are more than willing to blurt out their scores! No-one is very surprised at their score.
My areas of problems are to do with conflict and being bullied into things, then doing it resentfully.
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